Flair Airlines topped the list of domestic airlines with the most customer complaints last quarter, while Porter Airlines received the least, according to new figures from the Canadian Transportation Agency (CTA).
The complaint period stretches from April to June, and only includes airlines running at least 100 flights in Canada. And the federal agency only counted airlines that received at least one complaint per 100 flights.
Flair checked in at 17.9 complaints per 100 – down significantly from the previous quarter, but above its average for the past year. Not surprisingly, low-budget carriers clocked higher numbers of complaints, with the defunct Lynx Air seeing a spike to 40.8 complaints in the January to March quarter -- right as it was going bankrupt.
Canada’s largest domestic airlines landed in the middle of the pack, with Air Canada receiving 4.7 complaints per 100 flights, and WestJet 5.3. Air Transat came in at 4.8.
Meanwhile, Porter had just 1.2 complaints per 100 flights, less than last quarter but slightly down from its average.
The CTA doesn’t independently verify the complaints, and only takes them after the customer and airline fail to come to terms.
The CTA received the highest number of unresolved complaints from foreign airlines.
Royal Air Maroc swooped past the competition with 31.1 complaints last quarter, closely followed by Qatar Airways – despite being named the world’s best airline numerous times -- and then Air India. Air Japan scored the best with just 1.1 complaints, followed closely by All Nippon Airways.
For those following complaints closely, note that the CTA changed its complaint form recently, expanding its complaint categories in order to reduce the number deemed invalid or ineligible. This makes it harder to compare quarters. Also noteworthy: accessibility complaints are not included in the count.
Last month, OpenJaw reported the CTA introduced a punitive new system of fines requiring airlines to pay the agency for processing complaints regardless of fault. Details aren’t yet final, and airline feedback is due on Monday.
